Customer Success Manager – EdTech

This is a fully remote position, open to applicants in Florida.

📋 Description

• Take ownership of the customer journey post-sale, encompassing onboarding, product adoption, ongoing support, and customer success.

• Collaborate directly with educators, school leaders, and district technology teams to maximize their value from Ethos Intelligence while acting as a liaison between customers and our Product and Engineering divisions.

• Prioritize relationship building, problem-solving, enhancing support resources, and influencing the future development of our products through customer insights.

⛳️ Requirements

• A bachelor's degree or equivalent experience is required.

• 3–6 years of experience in one or more of the following areas:

• - Customer success or customer support within a SaaS context

• - Product support or technical customer assistance

• - EdTech platform support or implementation

• - Excellent written communication skills, capable of clearly conveying software functionality to non-technical users

• - Proven ability to troubleshoot product-related issues and guide users toward solutions

• - Experience with SaaS platforms and help desk tools

• - Strong organizational skills with the ability to handle multiple customer issues concurrently

• - A customer-first mindset dedicated to delivering high-quality user experiences

• **Preferred Requirements:**

• - Experience in or directly supporting the education sector (e.g., K-12 schools, districts, teachers, or students), with an understanding of daily software usage by educators and administrators

• - Knowledge of **AI tools** or generative AI applications.

• - Familiarity with ticketing systems such as Zendesk, Intercom, Help Scout, or comparable platforms

• - Understanding of prompt design, API integrations, or SaaS troubleshooting workflows

• - Experience in creating help center documentation or knowledge bases

• - Ability to replicate bugs and accurately document technical issues

🏝️ Benefits

• Competitive base salary plus performance incentives

• Opportunities for professional development